Feedback In the first email,you use 'she',but we do not know who' she' is. then you use 'their' - again unclear who you mean. An 'unsafe refuse room' is different to the robbery issue in the letter. In the second email, you are missing a comma after 'residents'. In the first problem, it is unclear who 'their' refers to - staff or residents? In problem number 3, it is unclear what you mean by 'but experts only'. dissatisfied / unsatisfactory will be provided / could be provided? Ms Ma is not a 'victim'. In the letter, you 'apologise for something' After blame, no proposition. 'be concerned about something' You mention a gate in the letter, but not in the second email. In the third and fourth problems, you need to join the sentences.
Date: 22 March, 2011
From: Jan Wong (janw@cem.com)
To: Becky Chan (beckyc@cem.com)
Subject: Ask for Help!
Hi Becky
How are you? Recently, I've received a complaint letter on 21 March, 2011. It's talking about our new garbage collection system.
First, she could not get the spare key from the general office since they'd lost the key. I think it should be their own responsibilities. Also, she challenged our position of refuse room was not safe. Third, there was no consultation with the residents before the introduction of the new system. Finally, she felt disappointed about our rude and unhelpful staff.
I'm totally confused by these problems. I've already attached the complaint letter. Please give me some suggestions. Thanks!
Cheers,
Jan
Date: 22 March, 2011
From: Jan Wong (janw@cem.com)
To: Richard Chan (richardc@cem.com)
Subject: Complaint about New Garbage Collection System
Dear Mr Chan
I am writing to respond to the problems about the new garbage collection system. Miss Ma, who is one of the residents complained about this new system on 21 March 2011. I would like to summarize those problems and provide some solutions accordingly.
1. No Spare Key
On Chinese New Year Eve, Miss Ma could not get the spare key since our staff had already back to home. Therefore, nobody could take the key for them. However, it was their duty to keep their own key well. Also, it was reasonable to allow our staff to enjoy their dinner during Chinese New Year holiday. I suggest installing a fingerprint reconciliation system so that we can ensure residents can access the garbage room without any key.
2 Security Problem of the Garbage Room
She also challenged the security problem of the garbage room. She thought it was too easy to access the backstairs from the garbage room because there was no gate to separate them. As I mentioned before, the installation of fingerprint reconciliation system can enhance the security in order to prevent any strangers from entering it.
3. No consultation with residents
When there are several new policies implemented, no consultation is carried out. This leads to a number of residents feeling disappointed with this approach. As we would like to implement those policies effectively, we skip the consultation with residents but experts only. I suggest we should establish a voting mechanism on the introduction of new policies so that every resident can involve those decision-making.
4.Improper Manner of staff
She was also unsatisfied with the staff's attitude. Our staff seemed to be rude and unhelpful to the residents. After investigation, we found that they are new-comers. So, they were not familiar with our operation of our company. Therefore, a compulsory training program will be provided for them to improve their knowledge and skills. Can we offer a $100 supermarket coupons for the victim.
I hope that my approaches can be adopted. I am looking forward to your reply.
Regards
Jan Wong
The Estates Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
Ellen Ma
4/F Ruchland
Ma On Shan
Dear Ms Ma
Re: New Garbage Collection System Matters
Thank you for your letter on 21 March, 2011 concerning our new garbage system. We would like to explain those issues and apologize matters that may cause you any inconvenience.
First, residents should have the duty to keep the key well. It is unreasonable to blame on our staff. However, we concern this is a problem. So, in future, we will install a new system which can cover the current troubles of using a key .
Then, regarding the security matter of easy access to the back stair from garbage room, it is due to the original building design. As a result, we plan to build a gate to separate them to enhance the security.
Concerning the implementation of policies without consultation with the residents. We apologize for the rush decision making. Next time, we will invite all the residents to vote for the new scheme in order that every residents can involve in it.
Finally, I apologize for the poor service or our staff as they are new and inexperienced. So that they have insufficient skills and knowledge to tackle the problems well. We will provide a compulsory training program for them to improve their profession.
We would appreciate to listen customers' valuable opinions to maintain quality service. To show goodwill, we will offer a $100 supermarket coupon. Please feel free to contact me at 6666666 if you have any inquiry.
In the first email,you use 'she',but we do not know who' she' is. then you use 'their' - again unclear who you mean.
An 'unsafe refuse room' is different to the robbery issue in the letter.
In the second email, you are missing a comma after 'residents'.
In the first problem, it is unclear who 'their' refers to - staff or residents?
In problem number 3, it is unclear what you mean by 'but experts only'.
dissatisfied / unsatisfactory
will be provided / could be provided?
Ms Ma is not a 'victim'.
In the letter, you 'apologise for something'
After blame, no proposition.
'be concerned about something'
You mention a gate in the letter, but not in the second email.
In the third and fourth problems, you need to join the sentences.
Date: 22 March, 2011
From: Jan Wong (janw@cem.com)
To: Becky Chan (beckyc@cem.com)
Subject: Ask for Help!
Hi Becky
How are you? Recently, I've received a complaint letter on 21 March, 2011. It's talking about our new garbage collection system.
First, she could not get the spare key from the general office since they'd lost the key. I think it should be their own responsibilities. Also, she challenged our position of refuse room was not safe. Third, there was no consultation with the residents before the introduction of the new system. Finally, she felt disappointed about our rude and unhelpful staff.
I'm totally confused by these problems. I've already attached the complaint letter. Please give me some suggestions. Thanks!
Cheers,
Jan
Date: 22 March, 2011
From: Jan Wong (janw@cem.com)
To: Richard Chan (richardc@cem.com)
Subject: Complaint about New Garbage Collection System
Dear Mr Chan
I am writing to respond to the problems about the new garbage collection system. Miss Ma, who is one of the residents complained about this new system on 21 March 2011. I would like to summarize those problems and provide some solutions accordingly.
1. No Spare Key
On Chinese New Year Eve, Miss Ma could not get the spare key since our staff had already back to home. Therefore, nobody could take the key for them. However, it was their duty to keep their own key well. Also, it was reasonable to allow our staff to enjoy their dinner during Chinese New Year holiday. I suggest installing a fingerprint reconciliation system so that we can ensure residents can access the garbage room without any key.
2 Security Problem of the Garbage Room
She also challenged the security problem of the garbage room. She thought it was too easy to access the backstairs from the garbage room because there was no gate to separate them. As I mentioned before, the installation of fingerprint reconciliation system can enhance the security in order to prevent any strangers from entering it.
3. No consultation with residents
When there are several new policies implemented, no consultation is carried out. This leads to a number of residents feeling disappointed with this approach. As we would like to implement those policies effectively, we skip the consultation with residents but experts only. I suggest we should establish a voting mechanism on the introduction of new policies so that every resident can involve those decision-making.
4.Improper Manner of staff
She was also unsatisfied with the staff's attitude. Our staff seemed to be rude and unhelpful to the residents. After investigation, we found that they are new-comers. So, they were not familiar with our operation of our company. Therefore, a compulsory training program will be provided for them to improve their knowledge and skills. Can we offer a $100 supermarket coupons for the victim.
I hope that my approaches can be adopted. I am looking forward to your reply.
Regards
Jan Wong
The Estates Manager
Collier Estate Management Ltd
22 First Street
Ma On Shan
23 March 2011
Ellen Ma
4/F Ruchland
Ma On Shan
Dear Ms Ma
Re: New Garbage Collection System Matters
Thank you for your letter on 21 March, 2011 concerning our new garbage system. We would like to explain those issues and apologize matters that may cause you any inconvenience.
First, residents should have the duty to keep the key well. It is unreasonable to blame on our staff. However, we concern this is a problem. So, in future, we will install a new system which can cover the current troubles of using a key .
Then, regarding the security matter of easy access to the back stair from garbage room, it is due to the original building design. As a result, we plan to build a gate to separate them to enhance the security.
Concerning the implementation of policies without consultation with the residents. We apologize for the rush decision making. Next time, we will invite all the residents to vote for the new scheme in order that every residents can involve in it.
Finally, I apologize for the poor service or our staff as they are new and inexperienced. So that they have insufficient skills and knowledge to tackle the problems well. We will provide a compulsory training program for them to improve their profession.
We would appreciate to listen customers' valuable opinions to maintain quality service. To show goodwill, we will offer a $100 supermarket coupon. Please feel free to contact me at 6666666 if you have any inquiry.
Yours sincerely
Jan Wong